Field Specialist I, Advanced Product Technical Support

Job Duties And Responsibilities

• Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner.
• Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation.
• Assumes full ownership of incoming support requests.
• Escalates and follows up as needed to ensure fastest possible resolution.
• Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields.
• Continually monitors phone, email, and voicemail queues and notifies team when attention is required.
• Escalates cases when appropriate, determining the most effective solution to a problem.
• Tracks cases until they are resolved.
• Completes all required administrative tasks in an accurate and timely manner.
• Develops hardware, software, or product specific technical service solutions to a variety of problems of moderate scope and complexity.
• Maintains and updates existing documentation, ensuring accuracy and relevance.
• Makes recommendations and assists with updating and developing new documentation.
• Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
• Independently conducts tests in controlled lab environment to duplicate and resolve issues.
• Uses available lab equipment and other resources to effectively troubleshoot issues.
• Returns resources to proper working condition when through.
• Performs repair and preventative maintenance on all assigned lab equipment and software.
• May also provide pre-sales technical expertise to the sales team as needed, remotely assessing potential customer's application/business needs.

Qualifications

• High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience.
• 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required.
• 1 year as a Product Support Specialist or equivalent.
• Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+
• Knowledge, Skills And Abilities:
• Displays proficient verbal and written communication skills suitable for assessing the issues and relating course of action.
• Able to communicate effectively with individuals who are under stress or who are themselves poor communicators.
• Queries and listens to determine underlying issue(s).
• Able to make sound decisions, with minimum complaints and rework, when precedents are typically available but in situations that fall outside the norm.
• Possesses advanced methodical approach skills in resolving problems.
• Possesses excellent customer service skills, including ability to follow up to ensure closure of issues.
• Possesses initiative and ability to be highly self-motivated.
• Possesses ability to read and understand technical documentation, manuals and electrical diagrams.
• A high level of dexterity is required in the regular use of a variety of hand tools.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Shift work, extended hours, stand-by and/or on-call may be required.
• Physical effort is required to lift and carry objects weighing up to 50 pounds.
• Frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, copiers, printers, projectors, etc.
• Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
• Occasionally, lifts and moves office furniture and equipment in accordance to OSHA standards.
• Requires a high level of proficiency and "hands-on" knowledge of peripherals and digitized output devices from a hardware standpoint.
• Requires a regular use of a variety of hand tools. These tools will include but are not limited to screwdriver, pliers, wrenches and computers.
• Requires exposure to conditions that could result in minor and/or treatable accidents or illness, such as burns, cuts, etc. and conditions that could result in loss of fingers.
• Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers.

About Us

Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future.

Invest In Yourself

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.